Research Escalations

Research Escalations

After a Research Escalation is created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the  Research Review  team. 

1. Go to ZOHO, click the expand button, and click  Kanban Task Board .

2. Find all agent assigned tasks in the agent queue.
NOTE : Clicking on  ALL TASKS  displays all tasks assigned to the team. Clicking on  MY TASKS  displays all tasks assigned to the agent. 
NOTE :  Agents can also locate an assigned task by clicking the Activities tab at the top of the screen > clicking the  My Activities  filter > selecting  My Open Activities.

3. In the agent queue, select a service job with the Research Escalations .


4. Copy the Service Job number from the open task and go to Service Bench.
5. Pull up the Service Job, review the details, and work the task. 
6. Add a note to the comments in ServiceBench.
7. When finished, update the exception in ServiceBench to Complete.  
8. In Zoho, the status will now show as Closed, manually update to Completed.
9. Enter the required Resolution Reason and Save.

End Process

    • Related Articles

    • New/Update Parts Request - Research Request

      After a Part Order Request was created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the Research Request team .   1.  Go to ZOHO and click Kanban Task Board . 2. Find all agent assigned ...

    • National Account Research

      After an email is sent to  PREPROD_National_Account_Research@cinchpreprod.zohodesk.com  or  SHW-BOPARTS@cinchpreprod.zohodesk.com  , a case is created in ZOHO. Follow the steps below to open, review, and close the case in ZOHO.  Note : The category ...

    • Service Job Escalations

      When the Service Provider enters an Escalation in the ServiceBench Service Job, a task is created in Zoho and assigned to the  Service Pro Escalations  Queue. When working the Task, be sure to review the escalation reason then follow the process to ...

    • Purchasing Escalations

      When an email is sent to the Purchasing Escalations mailbox (either by an internal agent or external distributor), a Case is created in Zoho and assigned to the Order Management Queue. When working the Case, be sure to review the email then follow ...

    • Claim Escalations

      When a Service Provider enters an Escalation in the ServiceBench Claim, a task is created in Zoho and assigned to the Service Pro Escalations Queue . When working the Task, be sure to review the escalation reason then follow the process to complete ...